Getting ahead on performance management

Getting ahead on performance management

At each month end do you have a detailed record at hand on your contact centre’s performance? Can you make informed decisions about where you need to make changes and improvements? Do you survey customers so that you know what they think?

Our rostrvm suite includes performance management facilities so that you can assess every aspect of your operation. It also provides a complete real-time customer feedback solution, which works across all channels.

You can record customer calls, play them back and store them as necessary, so you can use them to evaluate success and train staff. And the same goes for emails, web chats and text messages. – rostrvm keeps a record of what you and your customers are saying.

Did you know that we also provide a Surveys function? For example, after every contact rostrvm can send a text message with your survey questions, such as ‘Did you receive good service from our advisor today?’ and ‘How likely are you to recommend us?

These survey questions can be completed in any media and you choose whether you want them to be anonymous or not.

You can capture feedback in real-time and the results are automatically passed over to a specific team or individual for actioning , for example, via a customer call back or via staff training sessions.

Once you know what your customers or staff are thinking, you’ll be able to make appropriate choices on next steps, which will help you reach your goals faster and maintain customer and staff satisfaction.

WHAT PEOPLE SAY…

“There are numerous advantages to having a shared service with rostrvm; firstly, contact centre advisors can work at any of the three sites, whichever is convenient, and they can also work from home. This provides massive flexibility.”

EK Services

“The rostrvm system offers flexibility with the way we handle customers calls with the automation of specific transactions, intelligent routing, means we can do more without having to spend more!”

West Bromwich Building Society

"The Customer Service Centre isn’t just about handling large volumes of calls efficiently; it’s about taking ownership and dealing with customers’ problems effectively”

Nottinghamshire County Council

“Working with rostrvm has been very straightforward. They have taken the time to understand what we need and delivered exactly what we need.”

Nottinghamshire County Council

“rostrvm CallGuide technology allows us to capture information from people who are phoning us, emailing us, dropping in to see us, faxing us or sending an SMS.”

London Borough of Wandsworth

“The callback facility means that our customers perceive that they are getting a high quality service whilst giving us the control to handle the call volumes.”

London Borough of Wandsworth

“The dialler solution ensures productivity and structure for our agents, whilst it provides the business with reporting in order to lever performance and maximise our campaign strategy.”

Fidessa group PLC

“We called on a number of technology suppliers to see what they could offer and chose Rostrvm because they could provide everything we needed at a very competitive and cost-effective price.”

EDF Energy

“We would recommend rostrvm to another call centre and we have other companies come to our site to see it in action - it’s a great piece of kit which suits our needs”

First Choice Holidays

“We are delighted with the increase in productivity overall, and the improvement in customer satisfaction levels and staff motivation.”

Canterbury City Council

“rostrvm has given us the opportunity to talk to more people and therefore convert a higher ratio of insurance quotes”

Autonet Insurance

“rostrvm has given us the opportunity to talk to more people and therefore convert a higher ratio of insurance quotes.”

Autonet Insurance

“It is crucial that the technology infrastructure that we operate reflects the same ability to move quickly to take advantage of any opportunities. The rostrvm product is ideally suited for that environment.”

Asia Risk Technologies

One of our customers used rostrvm DeskTop on a mixture of legacy applications and has reduced the time and hassle required to handle a data entry and processing task from 12 minutes to 45 seconds!

"For team leaders the management information is useful in one to one reviews. It allows us to easily show how Officers are performing as individuals and in comparison with the team."

London Borough of Wandsworth

"If you have a new idea, Rostrvm will make it work. Their applications open up so many new avenues for us and ensure we stay ahead of the game…"

One-Sure Insurance

“We are pleased with the way the project is going and look forward to a long-term relationship with rostrvm"

Aquira

“You and the team at Rostrvm helped me solve a problem caused by a third party within 2 hours and without mentioning that it wasn’t your API changed. Your help was much appreciated."

Support user

“We chose Rostrvm for several reasons: it has impressive credentials in the marketplace and the capability to deliver to our needs."